📫 If you have a report of a missed email or client text reminder, here's how to investigate.
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What are ALL the messages that send from Schedulicity for bookings?
Clients Receive: an Email Confirmation for a booking, an Email Reminder, a Text Reminder (must be opted into text), and an email if a booking is canceled or changed.
Providers Receive: when clients book online providers receive email & text notifications, plus notification of canceled & rescheduled bookings (check out this link to set those up). If an appointment is booked by the business -> the notifications default to off and can be sent by following these steps.
🕵️♀️ How do I see what messages sent from Schedulicity?
You can track when a message sent for a booking -> via the Original Appointment Details. Here you will see the date and time that confirmations, reminders, and provider notifications were sent, and if they sent successfully.
To view the Original Appointment details -> click the appointment via your
calendar -> select view appointment details -> and check out those details at the bottom of the page:
When do reminders send from Schedulicity?
⏰ Text reminders send based on the -> text message reminder policy. You can adjust this policy here.
For text message reminders, you have the option of sending the text message 1, 2, 4 hours, 8 hours, 24 hours, 48 hours, or 72 hours before the appointment time.
Client Email Confirmations & Reminder Emails
👌 Schedulicity automatically sends clients email confirmations and reminders.
For email reminders, you have the options of sending the email 24 hours, 48 hours, or 72 hours before the appointment time.
If a client is missing one of these, there are a few things you can check out.
Was an Email Confirmation or a Reminder sent to my client?
First check some details within your account to see if that reminder was sent. Here's how from Schedulicity:
Click on the appointment via your calendar -> select View Appointment Details
Check the Original Appointment Details at the bottom of the page. You'll see fine print that states when the messages were sent.
Do you see the reminders stamped here as being "sent"? If so, that means that the email was sent successfully from Schedulicity to the client's email or cell phone provider.
Do you have the correct email for the client 📫?
Before diving to deep, a great first step is to check in with the client and confirm that you have the correct email on file for them, and that it is spelled correctly with no typos.
Did the email reminder land in Junk/Spam?
If the message shows as sent in the Original Appointment Details, yet the client isn't seeing that message in their inbox, let's double check to see if the message is in their junk or spam folder, in case it was filtered there.
Did the email bounce?
If Original Details state that the message bounced, there may be a few reasons it didn't send.
Anti-Virus: If your client has an anti-virus softward on their device, this could block the emails.
Email settings: The settings for your client's email account could block the message. Client can double check to see if there are extra security measures enabled.
Email Provider: Email providers (like Comcast, Century Link, or organizations like Universities) can have settings in place that block the email.
📬 Resend an Email Notification to a Client
Email and Text Reminders send automatically from Schedulicity, as long as your client has an email tied to their profile and they're opted into Text Reminders.
While you can't manually resend reminders, you can push out another email notification of their booking.
Here's how:
1. Click on the Appointment via the Calendar -> choose Edit
2. Then select Update -> an email notification with the appointment details will send to the client
Client text reminders
📣 Client Text Reminders are a handy way to send a reminder straight to a client's phone. Let's dive in to make sure your client is receiving those.
Are clients opted in for text reminders?
Double check the client is opted in to receive text reminders:
Go the the Client List -> pull up the client's profile
Check under Client Text Reminder section to see if they're opted in
If they are opted in -> is the phone number correct & a mobile number
If they aren't opted in -> opt the client in -> they will then receive a welcome text and reminder texts moving forward
Was the text reminder sent from Schedulicity?
If the client is opted in, check the Original Appointment Details to see if the text was sent:
Head to the Appointment Calendar -> click on the appointment they didn't get the text for -> then select View Appointment Details
Check the Original Appointment Details at the bottom -> see if the SMS reminder says sent
👉 If your clients aren't receiving appointment emails or text reminders, let us know. Reach our Schedulicity Customer Support Rockstars by clicking the blue button in the bottom right-hand corner or by emailing us at support@schedulicity.com.